Job Description
Customer Service Specialist is a key position at Recycling Alternative as it is the front face of the company, representing our services and values to customers. The position involves communicating customers’ needs with the RA team to coordinate many moving parts to problem solve complicated customer service issues and ensure great service. Your team members include our Dispatcher and Account Managers; at times you will co-ordinate with the driver and warehouse teams as well as accounting.
This hands-on position entails answering calls and emails, handling all incoming customer enquiries, quoting new customers and services, as well as receiving walk-in customers, processing payments, data entry and tracking.
Below is a more detailed list of the key tasks the position is responsible for
Customer Service
Answer phone and email inquiries from customers, provide relevant company and service information; direct incoming calls to the appropriate people/departments
Greet shred customers and handle shredding transactions in coordination with the warehouse team
Book appointments and notify appropriate parties (drop & watch) – many are scheduled on-line
Manage electronic and physical files, keep customer files organized and up to date
Assist in the preparation of monthly invoicing and mailing in coordination with the accounting team
Maintain spreadsheets and reports to track information such as major customers, materials, customer changes and other data as required
Quote for new services and set up new customer accounts
Handle customer service changes (adding/removing services) & temporary or one-off services
Review missed pickups and follow up with customers as needed, in coordination with dispatch
Review customer issues and site issues reported by drivers, and work with other team members to resolve, and on the flip side, manage customer complaints with the support of account managers
Manage customer site moves – equipment exchanges, rerouting required, extra pick-ups required, equipment and service level changes at new site
Direct incoming calls to the appropriate people/departments
Manage customer cancellations, close accounts and file documents accordingly, or direct to account manager if appropriate
Take inquiries about and coordinate summer festival recycling programs with the Account Managers
Accounting
Process credit card payments & input the payment into the software program
Input customer payments into computer system
Answer customer inquiries about invoices
Pull reports and correspond with accountant as needed
Work with the accounting and account manager teams to ensure all billing and invoicing is complete

Knowledge & Skills:
Very proficient computer & equipment skills
Strong software experience; Google Suite, Microsoft Office
Good with numbers (there is some data entry and accounting entries)
Some physical capability

Soft Skills:
Creative problem-solving
Independent thinking
Proactive & enthusiastic
Professionalism, courteousness and strong service-based values
Team spirit & positive attitude
Highly effective and clear communicator
This position also includes “Special Projects” that may arise from time to time. As RA is a small business we are constantly evolving, taking on new services, practices and customers, and adapting our own internal structure to grow with these changes. We work with our staffs’ strengths and goals so they can take on new challenges and grow along with us. We wish to welcome you to the RA team!

Please apply
with resume and cover letter to Kate Purcell office@recyclingalternative.com